09-24-2021, 09:19 AM
According to RACI (Responsible, Accountable, Consulted and Informed) model, there can be only one person who should be accountable to resolve the ticket.
Multiple team members can work on a single Incident and update; however, only one person who the ticket is assigned to, will be able to resolve the Incident. tussom provides a mechanism to capture the efforts log automatically so that one can know how long different Team members have worked on the ticket individually. A report can also be generated to know even the duration the ticket was in for a specific status when the Team members worked on it.
Multiple team members can work on a single Incident and update; however, only one person who the ticket is assigned to, will be able to resolve the Incident. tussom provides a mechanism to capture the efforts log automatically so that one can know how long different Team members have worked on the ticket individually. A report can also be generated to know even the duration the ticket was in for a specific status when the Team members worked on it.